The application of Kano's model for improving web-based learning performance

In the past decade, information and network technology had been widely utilized in learning activities. Therefore, much research was conducted on web-based learning. Most of them focused on improving functions of web-based learning platform, including multimedia interface, web-based self-exam, intelligent tutor etc. Some focused on the learning performance of web-based learning by comparing with the traditional classroom. However, rare research focused on improving students' web learning performance according to their needs, learning behaviors' records, and personal characteristics. The purpose of the research was to construct the web-based learning environment based on students' needs and develop suitable teaching strategies for each individual. In the research, the concept of customer relationship management (CRM) was applied to provide a satisfied learning experience. Kano's (1984) evaluation table for classifying the students' needs into three types (must-be, one-dimensional, and attractive) was first applied to conduct functional or dysfunctional form of questions on students of a Cyber University in southern Taiwan. Then, according to students' needs, learning behaviors' records, and personal characteristics, teaching strategy reasoning was utilized to select more suitable materials for each student. Ultimately not only students' learning efficiency, but also their learning satisfactions were measured Therefore, more clues were provided to improve the web-based learning environment, and enhance the students' satisfaction.